Visual Menu Interface for Automated Telephony Navigation
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Solution Overview
Problem
Mobile device users face inefficiencies when navigating through voice-based menu options for customer support, as they have no control over the speed of audible communications and often need to repeat options, leading to wasted time and frustration.
Innovation Solution
A finite state machine (FSM) is registered with a server to create a tree structure of menus, allowing mobile devices to display interactive visual menus instead of playing long voice prompts, enabling users to quickly select options and connect to desired destinations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If voice-based menu options are used for customer support, then the system can provide automated service, but the caller loses control over the speed of communication and must listen to all options sequentially
Solution Approach 1:
The patent replaces the acoustic/audible menu system with a visual display system on the mobile device screen. Instead of hearing voice prompts sequentially, callers see menu options displayed visually, allowing them to control the interaction pace and review options at their own speed while maintaining automated service.
Solution Approach 2:
The patent transitions from a one-dimensional auditory experience (sequential voice prompts) to a two-dimensional visual interface (display screen with multiple options visible simultaneously). This dimensional change enables callers to perceive all menu options at once rather than hearing them sequentially, granting control over navigation speed and option selection.
2Difficulty of detecting and measuring
If audible menu options are presented sequentially, then the system can guide callers through options, but the caller must wait through all options before selecting, wasting time
Solution Approach 1:
The patent displays all menu options simultaneously on the screen before the caller needs to make a selection. This preliminary presentation of all options eliminates the need for callers to wait through sequential voice prompts, allowing them to review and select from all available options immediately, thus reducing waiting time while maintaining clear option guidance.
3Loss of information
If voice prompts are used to present menu options, then the system can communicate options to the caller, but the caller may forget previous options and require repetition
Solution Approach 1:
The patent creates a visual copy of the menu options on the mobile device screen that remains displayed throughout the interaction. Instead of transient voice prompts that disappear after being heard, the visual display provides a persistent reference that callers can review repeatedly without requiring system repetition, thus preventing information loss and eliminating wasted time.
4Loss of information
If the system plays complete voice prompts for all menu options, then the system can provide full information, but the caller experiences frustration and irritation from repetitive listening
Solution Approach 1:
The patent implements a visual display that presents all menu options simultaneously without requiring the caller to listen through complete sequential voice prompts. The visual interface provides full information completeness through displayed text and icons while eliminating the excessive action of requiring callers to listen repeatedly to all options, thus improving caller experience while maintaining information completeness.
Data Source
AI summary
A business can register a finite state machine with a server. This finite state machine can express a tree structure of menus. The registration can cause the finite state machine to be mapped to the business's telephone number on the server. A mobile device can receive user input that manifests the intent to make a telephone call. In response to receiving the user input, the mobile device can determine that the telephone number that the user intends to call is mapped to a business's registered finite state machine on the server. The mobile device can then cause menus of selectable options, indicated in the business's registered finite state machine, to be displayed to the user in an interactive manner instead of placing the telephone call that the user intended to make.